Autoreply Template Script

Hi all,
this bellow is our autoreply template.

Greetings,

This message has been automatically generated in response to the
creation of a request for IT Support regarding:
"{$Ticket->Subject()}",
a summary of which appears below.

There is no need to reply to this message right now. Your request has been
assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname}
#{$Ticket->id()}].

Please include the string:

     [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}]

in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.

                    Thank you,
                    IT Department

{
*RT::User::GenerateRandomNextChar = &RT::User::_GenerateRandomNextChar;

if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
(!$Transaction->CreatorObj->Privileged) &&
($Transaction->CreatorObj->__Value(‘Password’) eq ‘NO-PASSWORD’)
) {
my $user = RT::User->new($RT::SystemUser);
$user->Load($Transaction->CreatorObj->Id);
my ($stat, $pass) = $user->SetRandomPassword();

     if (!$stat) {
             $OUT .=

“An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.”;

     }

$OUT .= "
You can check the current status and history of your requests at:

     ".$RT::WebURL."

When prompted, enter the following username and password:

     Username: ".$user->Name."
     Password: ".$pass."

";
}
}
{$Transaction->Content()}

This is working fine but it only sends the option to check the current
status and history of your requests only the first time you ever send an
email to RT.

Is there a way to make the option that the autoreply always sends a username
and password for checking the current status and history of your requests?

Kind Regards
Vas

View this message in context: http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459.html

Has anyone else come across this ?
Thank you
Vas

View this message in context: http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459p59505.html

I believe that what you’re asking is not possible.

RT doesn’t store passwords, and so it can’t retrieve previous passwords for
display in an email.

It can only display the initial password because it manages the creation of
that initial password, and therefore can take a copy.On 3 Feb 2015 8:30 pm, “Vas” vk247@cam.ac.uk wrote:

Has anyone else come across this ?
Thank you
Vas


View this message in context:
http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459p59505.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Thank you Alex for the reply.
Do you think there is a way to make it instead to create an initial password
for every ticket it receives? Regardless if the sender has send a request
before?

Thank you
Vas

View this message in context: http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459p59507.html

And in the process reset user passwords on every ticket? That sounds wrong too> On 3 Feb 2015, at 19:39, Vas vk247@cam.ac.uk wrote:

Thank you Alex for the reply.
Do you think there is a way to make it instead to create an initial password
for every ticket it receives? Regardless if the sender has send a request
before?

Thank you
Vas


View this message in context: http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459p59507.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

So none of provide a web interface to view the status of there tickets?
If yes how do you do it?
Because from the user side If I send requests on a regular basis and decided
to see the status of them I would not remember the username and password
that was generated on my first ever request which could be a long while ago.

Vas

View this message in context: http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459p59509.html

So none of provide a web interface to view the status of there tickets?
If yes how do you do it?

We do provide our users access to the self-service web UI. We have the
usernames and
passwords in LDAP, and RT uses RT::Authen::ExternalAuth for
authentication. Of course,
the users must remember their credentials - however, this is not a
problem because
multiple services (not just RT) authenticate against the LDAP server.

HTH,
Nathan

As with Nathan, we use Shibboleth SP and apache to authenticate users
via our internal SSO connected to LDAP. This will provision their
accounts as well as provide them with “up to date” passwords.

It sounds like external auth might be an option worth considering.

Sam.On Tue, Feb 3, 2015 at 8:15 PM, Nathan Cutler presnypreklad@gmail.com wrote:

So none of provide a web interface to view the status of there tickets?
If yes how do you do it?

We do provide our users access to the self-service web UI. We have the
usernames and
passwords in LDAP, and RT uses RT::Authen::ExternalAuth for
authentication. Of course,
the users must remember their credentials - however, this is not a
problem because
multiple services (not just RT) authenticate against the LDAP server.

HTH,
Nathan

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1On 03/02/15 11:02, Sam Wilson wrote:

As with Nathan, we use Shibboleth SP and apache to authenticate
users via our internal SSO connected to LDAP. This will provision
their accounts as well as provide them with "up to date"
passwords.

It sounds like external auth might be an option worth considering.

Just to add one more voice and a slightly different way to do it…we
use RT::Authen::ExternalAuth and authenticate users via a
cosign/kerberos SSO service.


Iain Rae
Computing Officer, School of Informatics
Edinburgh University
Tel:01316505202.
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The University of Edinburgh is a charitable body, registered in
Scotland, with registration number SC005336.

So none of provide a web interface to view the status of there tickets?
If yes how do you do it?
Because from the user side If I send requests on a regular basis and decided
to see the status of them I would not remember the username and password
that was generated on my first ever request which could be a long while ago.

Vas


View this message in context: http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459p59509.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Have a Look at how RSS feeds work [1].

Create a new page local/html/NoAuth/TicketStatus/dhandler which is
mostly a copy of the RSS dhandler but instead generating an RSS feed
displays a page where the user can see their tickets.

Whenever a user create a ticket you can send them a link to the
TicketStatus page which includes the auth token like here [2].

Chris

[1] https://github.com/bestpractical/rt/tree/stable/share/html/NoAuth/rss
[2]
https://github.com/bestpractical/rt/blob/stable/share/html/Elements/Tabs#L846-861